Senior P/C Premium Control Specialist

Michigan Farm Bureau Family of Companies•Waverly, MI

2d•Hybrid

About The Position

To be an advanced member of the Property/Casualty (P/C) Customer Service Team to provide extraordinary customer experience to policyholders and over 400 agents and their field office staff in a prompt, professional manner. To proficiently manage and ensure the accuracy of premium-related financial processes within the Property and Casualty (P/C) insurance sector by overseeing the billing, allocation, reconciliation, and control of insurance premiums across personal and commercial lines of business. To lead the department by excelling in all metrics tracked to ensure quality service and lead by example for the Associate and standard Premium Control Specialists. To train and provide support and assistance to Associate and standard Premium Control Specialists with premium-related questions and the handling of escalated issues. To assist with tasks delegated to them by the P/C Premium Control Supervisor or P/C Customer Operations Supervisors. To preserve the customer relationship, gather information, and improve the processes where needed. To assist management with projects and represent the department as a subject matter expert.

Requirements

High school diploma or equivalent required.
Associate degree required with a focus on marketing, business administration, management, insurance or finance, or equivalent experience required.
Keyboarding skills with 60 wpm and accuracy required.
Three to four years of experience in insurance processing and customer service activities required.
Advanced ability to learn new technologies required.
Three to four years of experience in the use of computers, phones, and software required.
Two to four years of accounting or bookkeeping experience required.
Three to four years of experience with proven skills in Microsoft suite required.

Nice To Haves

Bilingual skills preferred.
Designations in AINS, ACS, or AIS preferred.

Responsibilities

Maintain advanced knowledge of departmental processing methods, industry standards and regulations, procedures, and Farm Bureau product lines and software, such as Legacy, Guidewire, Salesforce, Microsoft Word and Excel, and others, to accurately and efficiently answer customer inquiries and resolve problems.
Expertly ensure timely and accurate processing of advanced premium control tasks by reviewing, prioritizing, and executing complex, multi-step financial activities. Expertly resolve premium discrepancies as needed to maintain accuracy, compliance, and adherence to service-level standards.
Take ownership of complex customer complaints and inquiries escalated by the Associate and standard P/C Premium Control Specialists and ensure the details of these complaints and inquiries are handled proactively, accurately, and efficiently by providing answers or solutions clearly and concisely through de-escalation and resolution. Make reasonable decisions quickly and appropriately.